Role DescriptionWe are looking for an experienced full-time Customer Success Manager, who will be responsible for developing customer relationships, ensuring customer satisfaction, growing account profitability and helping the company meet its revenue objectives. The job requires you to work closely with our customers to help them unleash the full power of our products, find and implement technical solutions, and provide guidance on how to improve existing products and build new products in response to our clients' needs.
Through surveys and interviews you will understand what is important to our customers and will communicate this information using reports and recommendations to help us improve our products and services.
ResponsibilitiesOnboarding of clients Develop onboarding process and materialAssist important clients in onboarding through webinars, calls, etc.Segment clients into high touch, low touch and tech touch groups depending on revenueDevelop procedures and timelines for high, low, and tech touchUnderstand client needsManage ongoing and once-per-year client surveys (NPS) and feed data into SalesforceFollow up with clients depending on their survey responses to better understand their answersArrange calls with clients to understand their challengesInterview churned clients and gain insight into what drove them to quit our serviceGain deep insight into our clients' needs (pain points, problems, nice-to-haves, etc.)Analyze client feedback and turn it into quantitative and qualitative insights for the companyProduct improvementIdentify some clients as "beta-testers" and work closely with them on product developmentSet up Product Advisory Councils (PACs) for select senior-level clients to:define the vision and strategy for our products, understanding the actual business problems our clients are facing and will face in the futurediscuss how our clients view our products' approaches to those problemsconsider the market and technological trends that our clients see and their potential effectsImprove client retentionObserve usage of our products and, if usage is low, reach out to customers to help improve product usageEstablish timeline for reps to remain engaged in renewals and upgradesWith sales team leader (STL), establish a limited list of clients that will receive follow-up from repsAnalysis and reportsEstablish metrics for user behavior on our products platformTrack and analyze established metrics to understand product use and areas for improvementAnalyze customer retention metrics on Salesforce and, where necessary, develop new metrics to allow a better understanding of customer churnDevelop a reporting system to communicate analysis to other departmentsPropagate CSM throughout organization Document and standardize customer success management processesEvaluate what CSM processes are best handled by other departmentsTeach about and integrate CSM processes into other parts of the organization (Sales, Research) and measure success RequirementsDegree in Business/Economics or relatedPrevious experience in a similar roleSolid knowledge of Salesforce or a similar toolExcellent written and spoken English; other languages are a plusExcellent verbal and written communications skillsExcellent listening, note-taking and presentation skillsAbility to communicate with and influence all levels of the organization, including executives and C-level managersAmbitious, client-focused, self-motivated and self-sufficient personality Our OfferAttractive compensation packageFull-time position, 40h per week, Monday-FridayFlexible working hoursWe are currently implementing a hybrid work model, which may be subject to change.International and friendly work environmentCentral and well-connected location in sunny Barcelona (metro Girona)Please note that this position is only available for candidates fully proficient in English and with a valid EU working permit. Currently residing in Barcelona and immediate availability will be a plus. About usBased in Barcelona, Spain, FocusEconomics is a leading provider of economic intelligence via reports, data solutions and a business intelligence platform. Our clients are senior executives in multinational and national companies, governmental organizations and think tanks. In order to provide our clients with the latest economic forecasts from a variety of sources, FocusEconomics maintains an extensive global network of analysts at the world's leading economic research teams in international investment banks, think tanks, consultancies and national banks around the world.
FocusEconomics' team of more than 40 economists, data analysts and other professionals is based in Spain. Our team includes people of a variety of nationalities who have lived, worked and studied around the world. This international group of talented people makes it possible for us to support our clients every day, providing reliable and unbiased macroeconomic intelligence.
FocusEconomics is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital status, disability, or any other basis.
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